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| A BPAS
is a 360° assessment of the following: |
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Your objectives in
customer service and how they map to the strategic business
goals of your company or business unit. |
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How you compare to
your peers in the use of customer service best practices. |
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The gaps in technology,
process and people you need to address in order to achieve
your goals in customer service and knowledge management. |
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| The BPAS engagement involves
the following steps: |
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| 1. |
We will spend one or two days at your
site to conduct the assessment. This will entail
interviews with stakeholders such as yourself and
other key managers, technologists and contact center
agents. |
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| 2. |
Within four weeks of the on-site visit,
we will provide you a BPAS report that will not
only include an assessment and gap analysis but
also a step-by-step road map for customer service
domination. |
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